PBX Communications Ambassador - NBMC (Part Time, Night)

PBX Communications Ambassador

Our purpose is to create a positively memorable and inspiring "Wow" experience for each and every customer we serve, each and every time we have the opportunity to serve them. We distinguish ourselves by our ability to listen and empathize with others and by the exceptional efforts we make to deliver uncompromising levels of service. We are here to guide our customers, both patients and their families, through a seamless healthcare experience that provides tailored assistance and education that is responsive to their individual needs and expectations. Our goal is to continue to value and delight our patients with experiences that nurture powerful customer relationships that will last a lifetime.

At Northbay Health, the PBX Communications Ambassador performs general PBX Operator duties including answering incoming and in-house calls in a warm and pleasant manner, efficiently transferring callers to the appropriate individual/department and addressing patient concerns as appropriate. Interacts respectfully with individuals and responds expeditiously in a professional and concerned manner to patient information inquiries. Takes initiative to resolve patient issues to the best of your ability and when required, refers patients to other members of the Patient Access team, as well as other departments within the health system as appropriate.

The PBX Communications Ambassador is responsible for monitoring emergency panels and completing the appropriate paging and notification process for all hospital emergency codes. Maintains and promotes an attitude of professionalism and empathy as reflected by courteous actions, maintenance of confidentiality and appropriate presentation of self. Consistently demonstrates excellent oral and written communication skills.

Qualifications

Education

• High school diploma or GED preferred.

Experience

• One (1) year or more of experience in a hospital or call center environment preferred.
• Previous customer engagement and/or service-focused experience preferred.
• Ability to operate the Cisco telephone system required.
• Excellent oral communication, critical thinking, and problem-solving skills required.
• Ability to respond quickly and efficiently to meet the needs and requests of internal and external customers.
• Ability to perform effectively in urgent and emergent situations, as well as during periods of high call volume.

Interpersonal Skills

• Demonstrates a commitment to service excellence through professionalism, customer focus, compassion, strong listening skills, and a warm, welcoming demeanor.
• Consistently exhibits empathy, optimism, and resourcefulness in interactions with others.
• Open to learning new skills and collaborating effectively within a team environment.
• Proven ability to conduct oneself in a manner that reflects an understanding of the unique complexities and challenges of the healthcare environment.